Refund policy
School Ponytails is the trading name of School Ribbons Pty Ltd.
We want you to be happy with your order. If we have sent the wrong item, or something you purchased is faulty, damaged, unsafe or different from its description, please contact us at Hello@SchoolPonytails.com.au. We will work with you to resolve the issue in accordance with the Australian Consumer Law.
Change of mind
We do not generally offer returns, refunds or exchanges for change of mind, including if you choose the wrong colour or size or no longer need an item. However, please contact us if this happens. We may agree to a return or exchange at our discretion if the item is unused and in its original condition. Please check your selections before ordering, particularly for custom and made-to-order products.
This does not affect your rights if a product fails to meet a consumer guarantee.
Faulty, damaged or incorrect items
If there is a problem with your order, email Hello@SchoolPonytails.com.au with your order number, a description of the issue and, if possible, photographs. Please contact us as soon as you reasonably can so we can assist.
If we sent an item that does not match your order, we will arrange an appropriate correction at no cost to you.
If a product fails to meet a consumer guarantee, the remedy depends on the problem. For a major problem, you may choose a refund or replacement. For a minor problem, we may first offer a free repair or replacement within a reasonable time. If we cannot resolve a minor problem within a reasonable time, you may be entitled to a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage where the law provides for it.
A product does not need to be unused or in its original packaging for you to exercise your rights under the Australian Consumer Law. These rights apply to sale items and custom or made-to-order products too.
Proof of purchase
We may ask for proof that you purchased the item from School Ponytails. An order confirmation, receipt or other reasonable proof of purchase is acceptable.
Returning an item
Please contact us before posting an item back. We will let you know whether it needs to be returned and provide return instructions and the appropriate address. In some cases, photographs may be enough to assess the issue.
If a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs you have paid. Please keep your postage receipt. If an item is too large, heavy or difficult to return, we will make appropriate arrangements as required by law.
Please package any item you do return securely so it is protected in transit.
Refunds
When a refund is due, we will confirm it by email and process it promptly using the original payment method where possible. The time it takes to appear in your account may depend on your bank or payment provider. If you have not received a refund after we confirm it has been processed, please contact us and we will help investigate.
Contact us
School Ribbons Pty Ltd trading as School Ponytails
Email: Hello@SchoolPonytails.com.au